AI is Transforming Customer Success: Prioritize Onboarding
Customer success has always been crucial for SaaS growth. However, with the rise of AI, its role is evolving. While AI transforms sales and support, human-led onboarding remains essential for driving time-to-value and building strong customer relationships.
Why Onboarding is the #1 Customer Success Priority in the Age of AI
Onboarding sets the foundation for the entire customer journey. If onboarding is flawed, it negatively impacts adoption, value realization, and ultimately, churn. Here's why prioritizing onboarding is more critical than ever:
Time-to-Value Drives Retention
Faster value delivery increases customer retention. Companies prioritizing onboarding see significant improvements in ARR. Effective onboarding frees up Customer Success Managers (CSMs) to focus on long-term customer success.
Most Churn Happens Early
The initial 90 days are critical for customer retention. If customers don't experience value quickly, they're likely to churn. Successful onboarding is key to preventing early churn.
Onboarding Creates Champions
Effective onboarding creates customer champions who advocate for your product, drive expansion, and generate referrals. This fosters long-term relationships and internal virality.
Onboarding is a Scalable Motion
Onboarding is a repeatable process that scales with your business. A dedicated onboarding process allows CSMs to focus on strategic initiatives like upsells and renewals.
While onboarding is the crucial first step, it's not the only priority. Once onboarding is established, focus should shift to customer mapping, risk identification, and upselling. However, without a robust onboarding process, sustainable growth is challenging.
AI Raises Customer Expectations
AI is raising customer expectations. Instant purchasing through AI-powered sales creates a demand for instant deployment. While AI automates many processes, human interaction remains vital, particularly for navigating business process changes. Human-led onboarding ensures a smooth and effortless transition for customers.
Invest in Your Onboarding Team
Prioritize your human resources in onboarding. This investment will pay dividends in customer retention, satisfaction, and ultimately, revenue growth.
